
Program Specialist Access
Há 2 dias
Join to apply for the Program Specialist Access & Growth role at Uber.Get AI-powered advice on this job and more exclusive features.About The RoleThe Customer Experience Program Specialist will be responsible for driving our Earners' experience and support strategy in LATAM.
They will analyze, create, recommend, and implement operational and central initiatives across various programs and support modalities in Latin America.
They will also be responsible for implementing continuous improvement actions and providing insights for strategic decisions.What You'll DoDesign, implement, and maintain support processes and policies, and identify areas for continuous improvement.Manage all escalated process improvement requests for your support queue, liaising with relevant stakeholders as needed.Implement initiatives for programs across products and projects from the Ops teams.Understand Earners' needs across value, lifecycle, behavioral, and geographical segments and define frameworks on how to serve them.Collaborate with all programs and functions to implement support model changes for differentiated support across segments.Drive segmented differentiation through support treatments such as prioritization, agent profiles, channel availability, and policy flexibility.Apply differentiated treatments to loyalty and other segments based on inputs from other teams.Track and control regional metrics like Conversion Rate, Customer Satisfaction, Contact Rate, and Defect Rate.Basic QualificationsAdvanced English (B2+) for meetings and stakeholder conversations.Minimum 2 years of experience in project management and/or continuous improvement processes.Data analysis skills.Proficiency in Excel/Google Sheets, e.g., pivot tables.Stakeholder management skills and understanding of customer goals and priorities.Strong time management and organizational habits.Effective communication skills, including data visualization.Ability to work remotely across time zones and develop cohesive strategies.Customer obsession and passion for positive user experiences.Problem-solving attitude and self-starter mindset.Preferred QualificationsExperience in high-growth operations or startups.Knowledge of support/customer operations.SQL knowledge.Fluency in Spanish and Portuguese.Seniority levelNot ApplicableEmployment typeFull-timeJob functionOtherIndustriesInternet Marketplace Platforms
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